Admin Assistant/Receptionist

East of England Community Health and Care NHS Trust; England; On-site; GBP 22,000 - 26,000; Full time

Job summary

East of England Community Health and Care NHS Trust is seeking an administrative assistant to support frontline teams. You will be the first point of contact for patients and visitors, handle calls and emails, and coordinate care according to established protocols.

The role involves SystmOne administration, appointment bookings, and basic records handling. Monday–Friday, 8:30–16:30, with opportunities to contribute to service delivery and patient communications.

Qualifications

• GCSE in Maths and English or equivalent.
• Good all round admin and PC skills.
• Excellent people skills, and ability to communicate at all levels.
• Ability to work to tight deadlines.

Responsibilities

• First point of contact on site for patients and visitors.
• Receiving and dealing with calls, emails, and other contacts to coordinate care.
• Recognising when referral to a clinician is required and escalating accordingly.
• Completing admin tasks on SystmOne and booking clinics.
• Booking interpreters and coordinating rotas/room bookings.

Skills

Good admin skills

Excellent people skills

Ability to work to tight deadlines

Education

GCSE in Maths and English or equivalent

Job description

General administrative tasks including photocopying, printing, managing post, scanning documents to records, preparation of information packs and paperwork, restocking equipment, merging and printing letters, maintaining service contact lists, etc. Support with management of archived records including organisation of records archived and identifying records for destruction. Dissemination internal/external post (incl. Courier & deliveries). Ensuring own compliance on the mandatory training. Supporting the teams with sending required letters via SystmOne. Supporting the teams with SMS texting to clients. Assisting with booking appointments and maintaining records, electronic and paper which may be required by the operational teams, this information may be confidential and of a sensitive nature. Assisting with answering phone calls and responding to emails to deal with general enquires from patients, GPs and other services, in a courteous and proficient manner. Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives. There's one reason why our services are outstanding - and that's our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey. If you share our passion for innovative and high-quality care delivery, then.

• Children and young people
• Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities.

Main Duties and Responsibilities

• First point of contact on site for patients and visitors, checking in and signposting.
• Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
• Recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed processes.
• Ensuring that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.
• Completing administration tasks on SystmOne, including scanning onto patient records, referral management, checking tasks, updating service user information, running routine reports, registering service users who have transferred in, booking and amending clinics.
• Booking interpreters as requested by clinicians and following up bookings as required.
• Co-ordinating rotas, room booking and sending SMS.
• Recording all contact, received into the service, using SystmOne following agreed protocols and pathways.
• Advise Lead of any problems and take appropriate action as required.
• Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
• Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.
• To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
• Providing a gold standard of communication and customer service to all service users.
• Assisting with the following Health and Safety tasks:
  • Supporting fire drills
  • Reporting any issues with premises to the Lead.
  • You may be asked to attend training to support the health and safety agenda within your building which may include Fire Cascade / Fire Warden Training and First Aid Training.

Communication

• Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
• Using tact and diplomacy to deescalate emotive situations.
• Acting in accordance with the Trust's complaints procedure where required.
• Maintaining positive relationships and communicating with colleagues across the service.
• The post holder will be required to handle sensitive information provided by service users in a confidential manner.
• Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
• To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.
• Providing and receiving routine information from the following:
  • Managers at all levels throughout East of England Community Health and Care NHS Trust (EEC)
  • EEC employees
  • Service users
  • Contribute to EEC's internal communication strategies ensuring effective two-way communication and engagement within the organisation.

Clinical and Practice Governance

• Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
• Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
• The post holder must adhere to the Trust risk assessment and risk management processes.
• The post holder must adhere to infection control policies and procedures.
• Undertake mandatory training and any other training relevant to the role as required by East of England Community Health and Care NHS Trust.
• The post holder must participate in clinical and safeguarding audits as required.
• Participate in supervision on a regular basis.
• The post holder is required to participate in relevant emergency preparedness process for their team.

General Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility. There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care. Safeguarding means protecting a citizen's health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care. Those most in need of protection include: Children and young people, Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities.

Equal Opportunities and Diversity Information

The post holder must at all times carry out his/her duties with regard to East of England Community Health and Care NHS Trust Equal Opportunities Policy. To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors and staff. All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures. This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust. The post holder must at all times carry out his/her duties with regard to East of England Community Health and Care NHS Trust Workforce Diversity and Inclusion Policy. To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff. All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures. This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.

Do you have good admin skills along with excellent customer service? Then this opportunity is what you've been looking for.

Working Monday to Friday, 8:30 - 4:30

You will need:

• GCSE in Maths and English or equivalent
• Good all round admin and PC skills, but we are not looking for expert Knowledge of NHS systems desirable
• Excellent people skills, and ability to communicate at all levels
• Ability to work to tight deadlines